LeftdetailednotesAskedprobingquestionsDidn'tover talkthecustomerDispositionedthe callproperlyOwned theresolutionwith positivephrasingBrandedthe callTroubleshootedthe issuebeforetransferringAssistedin thegroupchatScheduleda callbackAnswered thecall within 10seconds (micdown vs up)Ready to takethe callCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith 3 powerwordsSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingBuild rapportaround thesmart deviceAsked "if there'sanything else toassist with" priorto transfer/callendingProvidedclearinstructionsConfirmed thereason forcalling outsideof thecompassionstatementRecapped the callprior toending/transferringEnthusedtone fromstart tofinishWarmTransferMentionedtheoutboundscriptUsedtoolsFollowed theproper 5-point holdprocedureSent anACE toa peerRemainedconversationalAcknowledgethe customerby their nameDeliveredanexceptionalexperienceAssured thecustomerthat we canassistLeftdetailednotesAskedprobingquestionsDidn'tover talkthecustomerDispositionedthe callproperlyOwned theresolutionwith positivephrasingBrandedthe callTroubleshootedthe issuebeforetransferringAssistedin thegroupchatScheduleda callbackAnswered thecall within 10seconds (micdown vs up)Ready to takethe callCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith 3 powerwordsSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingBuild rapportaround thesmart deviceAsked "if there'sanything else toassist with" priorto transfer/callendingProvidedclearinstructionsConfirmed thereason forcalling outsideof thecompassionstatementRecapped the callprior toending/transferringEnthusedtone fromstart tofinishWarmTransferMentionedtheoutboundscriptUsedtoolsFollowed theproper 5-point holdprocedureSent anACE toa peerRemainedconversationalAcknowledgethe customerby their nameDeliveredanexceptionalexperienceAssured thecustomerthat we canassist

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
O
2
G
3
N
4
I
5
O
6
B
7
I
8
I
9
B
10
G
11
B
12
B
13
N
14
B
15
O
16
O
17
O
18
G
19
N
20
G
21
I
22
B
23
G
24
N
25
G
26
I
27
N
28
O
29
I
  1. O-Left detailed notes
  2. G-Asked probing questions
  3. N-Didn't over talk the customer
  4. I-Dispositioned the call properly
  5. O-Owned the resolution with positive phrasing
  6. B-Branded the call
  7. I-Troubleshooted the issue before transferring
  8. I-Assisted in the group chat
  9. B-Scheduled a callback
  10. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  11. B-Celebrated wins with the customer (reassurance)
  12. B-Reassured the customer with 3 power words
  13. N-Shared best practices with a peer
  14. B-Tailored the empathy statement to the reason for calling
  15. O-Build rapport around the smart device
  16. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  17. O-Provided clear instructions
  18. G-Confirmed the reason for calling outside of the compassion statement
  19. N-Recapped the call prior to ending/transferring
  20. G-Enthused tone from start to finish
  21. I-Warm Transfer
  22. B-Mentioned the outbound script
  23. G-Used tools
  24. N-Followed the proper 5-point hold procedure
  25. G-Sent an ACE to a peer
  26. I-Remained conversational
  27. N-Acknowledge the customer by their name
  28. O-Delivered an exceptional experience
  29. I-Assured the customer that we can assist